Though CTI isn’t necessarily a new product, market reports show us that the demand for CTI solutions is higher than ever before, forcing us to wonder why so many businesses still continue to invest in it and what (if any) changes have been made to keep that demand high in a modern market.
Considering this, we decided to direct our thoughts towards InGenius VP of Corporate Sales, Jeff Knight, who told us that CTI solutions have indeed undergone some huge architectural transformations over the last decade and, as a result, are much more reliable than they were say, 8-10 years ago.
“By moving the CTI connection away from requiring a desktop client to being a server based application, InGenius provides their partners and customers with a much more stable and flexible CTI solution that is far easier to support and that can be rolled out across an organisation with minimal effort.”
Alongside these improvements to the way the CTI software is built, Knight claims another reason the CTI market is still thriving is due to the fact that many businesses still rely on CTI software to ensure they get a full return on their CRM investments.
As important as CRM is for a business, investments in it are costly and user adoption rates are quite low, unless a CTI solution is set in place to ensure that employees and agents are using their CRM software consistently during every call.
Moreover, CTI is also hugely beneficial from a reporting standpoint as information is being automatically logged during every interaction, thus enabling businesses to create reports directly out of their CRM. With these reports, data is more consistent and accurate, giving businesses a much clearer view on what is happening with the business and how well agents are engaging with the customer.
What impact has CRM growth had on the growth of CTI?
Given that CRM revenues have more than doubled in last five years, we then asked Knight what impact this growth has had on the CTI market and to what extent InGenius has benefitted from it.
